Loan taken out in my name/identity theft

Clive_Woody

What happened to the £200 that wasn't withdrawn, has she paid that back?

elsien

How long after the loan was taken out did she find out about it?
As someone else has said, there would normally be paperwork or similar sent out. If Satsuma are so convinced the loan is hers, she should make a subject access request for all the information held about the loan so she can see what information was used. 

Neil147

elsien said:

How long after the loan was taken out did she find out about it?
As someone else has said, there would normally be paperwork or similar sent out. If Satsuma are so convinced the loan is hers, she should make a subject access request for all the information held about the loan so she can see what information was used. 

Santander messaged her after 300 of the 500 quid had been withdrawn.
That's when she put a stop on the account. 

elsien

From their website: So if they know her name and address, have nicked the card, they could give any email address and mobile number, take a guess at salary and make up the other details. 
It does sound feasible that if they didn't carry out the other checks, your daughter could have been defrauded, Although the PIN number is still an issue. I do think insisting they send her all the relevant information then a complaint is the way to go. 
I had a Wonga loan appear on my credit card several years ago for several hundred pounds, and to this day I've not worked out how they managed it as I'd had nothing relevant that had gone awol that I was aware of. 

Before you make an application, you need to make sure you’ve got the following:• A valid email address and mobile number.• Address information for the past three years.• Details of your income (information such as your take home pay, if you’re self-employed your gross earnings, or details of any benefits you receive).• Full details of your monthly outgoings including how much you pay for other loans and credit cards.• The sort code and account number of the bank account where you would like the loan to be paid.You will also need to hand the debit card from which you would like to repay the loan. If we’re unable to verify your income and identity during our electronic checks you may also be asked to provide evidence of one or both of these.  If this is necessary we’ll advise you during the application process. We’ll also email you to confirm what’s required and how you can send the documents to us.

Ditzy_Mitzy

I suspect it would also be wise for your daughter to return the remaining £200 to Satsuma ASAP.  If she's claiming no interest should be paid as the loan isn't hers then, by extension, the £200 doesn't belong to her either.  It's tidier.

Neil147

elsien said:

From their website: So if they know her name and address, have nicked the card, they could give any email address and mobile number, take a guess at salary and make up the other details. 
It does sound feasible that if they didn't carry out the other checks, your daughter could have been defrauded, Although the PIN number is still an issue. I do think insisting they send her all the relevant information then a complaint is the way to go. 

Before you make an application, you need to make sure you’ve got the following:• A valid email address and mobile number.• Address information for the past three years.• Details of your income (information such as your take home pay, if you’re self-employed your gross earnings, or details of any benefits you receive).• Full details of your monthly outgoings including how much you pay for other loans and credit cards.• The sort code and account number of the bank account where you would like the loan to be paid.You will also need to hand the debit card from which you would like to repay the loan. If we’re unable to verify your income and identity during our electronic checks you may also be asked to provide evidence of one or both of these.  If this is necessary we’ll advise you during the application process. We’ll also email you to confirm what’s required and how you can send the documents to us.

Thus the sketchyness and incorrect personal details that the fraudster put on the online application.

My daughter has no idea how they obtained her pin. It's extremely rare she uses her card for anything. It's her phone she uses.

I've sent her a link for the FOS.

She's going to try and contact them later. And see what they suggest.

elsien

She needs to go through Satsuma's formal complaints procedure before anyone else will look at it. 

Neil147

elsien said:

She needs to go through Satsuma's formal complaints procedure before anyone else will look at it. 

Satsuma have told her she's liable, end of discussion.

Ditzy_Mitzy

Neil147 said:

elsien said:

She needs to go through Satsuma's formal complaints procedure before anyone else will look at it. 

Satsuma have told her she's liable, end of discussion.

Well that's the problem - from Satsuma's point of view she is liable as the loan proceeds were paid into her bank account and the company doesn't have, in its opinion, any evidence your daughter did not apply for the loan.  Satsuma's due diligence sounds poor, but then it's a payday lender.  You need to complete a DSAR and get hold of Satsuma's records related to the loan application. 

elsien

Neil147 said:

elsien said:

She needs to go through Satsuma's formal complaints procedure before anyone else will look at it. 

Satsuma have told her she's liable, end of discussion.

But was that to some random customer service person on the phone or was it a proper complaint. With the outcomes with clearly stated reasons? 

https://www.satsumaloans.co.uk/existing-customers/complaints

I'd be doing that by post to ensure I'd got a proper paper trail.